Customer Support Analyst I

SUMMARY 

PERCENTAGE OF TRAVEL REQUIRED 

The Customer Support Analyst provides professional phone and email support to MEDHOST customers who are utilizing the MEDHOST applications.  

5-10% 

PRIMARY DUTIES AND RESPONSIBILITIES (OTHER DUTIES MAY BE ASSIGNED) 

 


* Provide professional phone and email support to MEDHOST customers 



* Responsible for assessing the customer’s business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issues or business need 



* Responsible for accurately logging call information into the MEDHOST call tracking system 



* Responsible for retaining ownership of cases with frequent follow up on current updates through resolution  



* Research open cases thoroughly and quickly move toward accurate resolution 



* Develop a thorough working knowledge of MEDHOST applications, platforms and operating systems utilized 



* Required to learn various software utilities and develop knowledge of MEDHOST programming languages 



* Attend and participate in MEDHOST or other job-related training courses while maintaining daily department goals 



* Participation as a Customer beta representative to assist Customers with version upgrades issues toward resolution and provide explanation or assistance with new software changes 



* Must have ability to work a flexible schedule and overtime hours, including nights, weekends, and holidays 



* Any other duties as deemed necessary to provide quality service to the MEDHOST client base 

 

OTHER REQUIREMENTS / SKILLS (EDUCATION, SOFTWARE, HARDWARE, ETC.) 

 


* A.S Degree or higher in a related field preferred 



* Hospital, clinical, or hospital ancillary applications experience preferred 



* Previous software help desk experience preferred  



* Strong computer skills: programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration and Network Administration a plus 



* 5-10% travel may be required 



* Able to prioritize Customer issues and escalate or solve with urgency 



* Excellent written, proofreading, and verbal communication skills 



* Must be detail oriented, organized, and have the ability to multitask 



* Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives 



* Must be flexible with a can-do attitude and have the ability to remain professional under high pressure situations 



* Ability to retain and protect confidential material 



* Criminal and MVR backgrounds meet our company hiring criteria